Urgent help needed.

Slayerx

I got a call tuesday asking, If I would like a new phone and as my contract is almost up I agreed providing details needed to get the phone.

When I got home I had a change of mind and called to cancel the phone, I was told there was a cooling off period and so I agreed to recieve the phone but knew I had 14 days to return it.

I got the phone this morning and Im scared now.

Im been charged £10 for it been delivered which I wasnt told anything about, I also found out if I return it I will have to pay £25 to do so, something I wasnt told and I also made it clear if I was to keep the phone it be on a 12 month contract and they have sent me one for an 18 month one.

Where do I stand I havent signed anything but they have my bank details, I have cancelled my debit card and they had already setup a DD so I have cancelled that.

Im not happy as I cant afford theses extra charges and I dont know where I stand and I cant call them until monday as they are closed

Steve_xx

Send them a letter by Recorded Signed for service. Tell them that the contract is contrary to what you agreed to, ie 18 months instead of 12 months. Tell them that you were not made aware of the delivery or return charges. Tell them that you are fully aware of the Distance Selling Regulations, and that you wish the contract to be cancelled under the terms contained therein. Tell them that the handset will remain with you until they arrange for its collection. When they do collect it, get the name of the carrier, get the carrier to sign for it and to print his/her name and make sure it is timed and dated.

When anyone phones you to upgrade your phone you need to be sure in the first place that they are from your current provider. To verify this, ask them to tell you your account number. If they cannot provide this information then they are not who you think they are. Also, never accept anything like this verbally; tell the caller to send you an email, detailing the offer and then be sure that all of the component parts are present in the written version.

Here is a link to consumer advice on distant selling:

http://www.dti.gov.uk/ccp/topics1/ecomm.htm

Slayerx

Thanks Steve, 'Distance selling regulations' I wasnt aware of that and I called consumer watch and they didnt mention this they basicaly said I would have to pay the charges.

I feel silly now as this could of been avoided with a polite no.

Steve_xx

Please let us know how you progress with it.

Slayerx

Will do there not in until monday and I will be calling them, I've already emailed asking for a manager to call me monday and told them Im not happy with there services.

Steve_xx

Yes good. Do email them, rejecting the contract. Remember you have have just 7 days to reject it.

Slayerx

The matter has now been resolvedm they were most helpful actually and Im returning the phone the only cost to me is the return by special delivery which im happy to do.

Steve thanks for all the help.

Steve_xx

Well done, I'm pleasedthat it's all sorted out for you. Ensure that you Track & Trace the parcel to ensure that they do sign for it.

Slayerx

Will do thanks again.